Enterprise Customer Success Manager (UK)

About the Company

The enterprise architecture tool that transforms with you
Avolution builds ABACUS, the enterprise architecture platform used by large organizations to understand, plan and govern change across their business and technology.

Our customers include global enterprises and public sector organizations using ABACUS for enterprise architecture,
application portfolio management, transformation planning and, increasingly, AI governance. We have teams across the UK, US and Australia.

About the Role

Strategic, commercial and highly visible
Our customers use Avolution to support major transformation, architecture and governance initiatives. One customer might be strengthening their EA operating model, another improving governance across a major transformation program, and another exploring AI governance or application portfolio optimization.

You'll build relationships from day-to-day users through to executives, and you'll be comfortable moving between detailed architecture use cases and broader conversations about value, risk and future investment. The role combines strategic account management, commercial ownership and hands-on execution.

You don't need to be an enterprise architecture expert when you join. What matters more is that you're curious,
commercially sharp and quick to get to grips with complex customers and use cases.

We're looking for someone who is collaborative, coachable and low ego, who enjoys sharing ideas with the team and is comfortable in an environment where products, processes and priorities continue to evolve.

Responsibilities

• Own a portfolio of 30–45 enterprise customers ($1.5–2.5M ARR), with responsibility for retention, renewals and
  expansion.
• Build success plans tied to each customer's business priorities and measurable outcomes.
• Map accounts and build multi-threaded relationships across customer organisations, including senior and executive stakeholders.
• Translate complex technical use cases into clear business value.
• Identify risk early and put clear plans in place to address it.
• Proactively identify and develop expansion opportunities.
• Own renewals and growth opportunities through to negotiation and signature.
• Maintain accurate forecasts, clear next steps and strong Salesforce discipline.
• Work closely with Consulting, Product, Support and Sales to deliver strong customer outcomes.
• Spend meaningful time with customers in person.
• Support enterprise procurement processes, including tenders, RFIs, RFPs and single-source justifications.

About You

Essential

• 5+ years' experience managing your own book of clients in Customer Success, Account Management or a similar
  role.
• Experience owning both retention and growth, with a personal commercial target you've consistently hit or exceeded.
• Experience managing complex enterprise customers with multiple stakeholders, including executives.
• Strong discovery skills and the ability to co